If you have inadvertently deposited more than you intended, please contact Security immediately with your request for review and consideration. Please note that we are unable to cancel deposits for any reason other than this.

The funds that appear to be missing from your prepaid, debit or credit card are not. The amount is being temporarily held by your bank or card issuer pending approval.

You are welcome to directly contact your bank or card issuer in order to confirm their authorization hold policy and procedure for failed internet gaming transactions.

If the transaction(s) appears on your official statement or remains as a debit in your online banking report (if applicable) for more than 10 business days from the date of the declined transaction, please contact Support.

We are pleased to offer a variety of deposit methods. To see your available deposit options, please visit our real money pages and select your country of residence from the drop down menu. You will see a list of the deposit options available to your country. Once you click on a specific deposit method logo, you will get complete details about that funding method. You may also see all deposits available in your country when you go to the Cashier and select ‘Make a Deposit’.

Withdrawal questions

To request a withdrawal, open the ‘Cashier’. Select ‘Withdraw’ from the appropriate currency bankroll, and enter the amount you want to withdraw. Once you click on the ‘Submit’ button, another screen will display how your withdrawal will be processed.

Your withdrawal options are based on your country of residence. For more information about each of your withdrawal options, please click on our real money pages and select your country of residence from the drop down menu. Please bear in mind that restrictions may apply as per our withdrawal policy.

Whenever possible, withdrawals are first processed back to the method(s) used to deposit. Within each deposit method, withdrawals are then applied back to your oldest deposit first and your most recent deposit last. To learn more about our withdrawal policy, please refer to our withdrawal policy.

It may be possible that more than 12 months have passed since your last deposit with this method. Although we keep a record of all transactions, those older than 12 months are archived in a separate database. This means that your withdrawal options will be based on the last 12 months of deposit history. If your desired payment method is no longer available in your cashier screen (provided it is a payment method that can be used for withdrawing) you will need to make a new purchase in order to be able to withdraw through it once again.

You can only have one pending (ie. requested but not processed) withdrawal per payment method at any one time. Furthermore, depending on the method used, you can make only a limited number of withdrawal requests per 24 hour period. These limits will be displayed on the right hand side of the screen whilst selecting your withdrawal options.

When you make a withdrawal request and you are eligible to receive your funds via Visa, you will not be given a choice as to which Visa card can receive your funds. The Visa card displayed is the last Visa you used to make a deposit with us that has not expired and is Credit Funds Transfer (CFT) eligible.

If you would like to receive your funds to a different Visa card, please contact Security for assistance. For further details regarding Visa withdrawals, please refer to our withdrawal policy.

Withdrawals processed to CFT eligible Visa, EntroPay cards and Instant eChecks will be sent for processing within 72 hours. Please allow 3-10 business days after your withdrawal has been processed for the funds to appear on your statement.

If your withdrawal request has not yet been processed, you will be able to cancel it via the Cashier. From the Cashier, select 'Pending Withdrawals' to view all currently pending withdrawal requests. If you wish to cancel a pending withdrawal, select the 'Cancel' box and select 'Cancel Selected Withdrawals'. If you are unable to do so, it is probably because your withdrawal is under review by our security department. This is a routine procedure which usually takes no longer than a few hours.

Please make sure you have allowed enough time for your withdrawal to appear on your statement as per above suggested time frames. If after this time has elapsed you still have not received your withdrawal, please contact Support, making sure to provide any relevant account history or statements for your payment method, showing that the withdrawal was not received, and we will gladly assist you.

Your total balance contains promotion/bonus funds which have not been sufficiently played through according to promotional wagering requirements (please refer to Terms & Conditions for the relevant promotion)

You have made deposits which have not yet cleared (according to the rules of the payment method used)

Recent deposit(s) and/or funds received by transfer from another Stars Account have not been sufficiently used to qualify for a withdrawal

Update/remove payment method details

If the withdrawal method/account you are offered by default in the ‘Cashier’ screen is no longer a valid withdrawal option for you, you will need to have this method/account blocked by Security.

To enable us to swiftly handle your request, please email Security from your registered email address, explaining the reason why the method in question is no longer available to you and/or why you wish to block such method. Please do so before you submit your withdrawal request and be advised that once a deposit/withdrawal method is blocked, you will NOT be able to use that particular account/method again within our system.

Deposit Limits

Deposit limits are the maximum you may deposit to your Stars Account within a specified time frame. You may see your deposit limits for each deposit method once you have clicked on the specific deposit option logo at the cashier.

Other

Since beginning operations, we have conducted millions of deposit, withdrawal, and transfer transactions for our players. In all cases we have, and will continue to, use legitimate and safe transaction methods which have been tested for safety and security.

Additionally, our player funds and account balances for all of our licences are held in separate accounts at a leading European bank, and are not used for any operational expenses. Such an arrangement ensures we can at all times fulfill any financial obligations to our players, and provides further reassurance that player funds are always secure with us.

Payment Services aims to answer all emails received within three hours, however during busy periods your email may take longer to be reviewed. Emails are answered in the order that they are received; please note that sending multiple emails will only delay a reply. We kindly request your patience and that you allow some time to receive a response, as we will respond as soon as we are able.